Ask three IT vendors what is included in their service and you will get three answers, two vague nods toward “full coverage,” and one PDF so dense it reads like a phone contract from 2009. I have sat through enough of these pitches to notice a pattern: the less specific the language, the more expensive the surprise waiting in month four. “Comprehensive support” and “complete peace of mind” are not line items. They are the sound a sales deck makes when it does not want you asking what happens when your server actually goes down at 6pm on a Friday....